Customer Resolutions Officer - Hybrid WFH

Nissan; City of Monash; Hybrid; AUD 88,000 - 108,000; Full time

Benefits offered by this job

Hybrid work from home

Salary incl. super

Job summary

Nissan Financial Services is seeking a Customer Resolutions Officer to work in a hybrid WFH setup in Mulgrave. You’ll handle sensitive disputes through to final decisions, ensuring compliance with AFCA/IFSO and RG 271 while delivering fair outcomes for customers and the business.

You’ll collaborate with internal teams and external bodies, maintain thorough documentation, and drive improvements in complaints handling. Two days per week work from home is offered.

Qualifications

• Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.
• Working understanding of RG 271 and the regulatory environment for credit.
• Excellent written and verbal communication, with strong negotiation and problem-solving skills.
• Sharp eye for detail and ability to manage competing priorities and deadlines.
• Confidence working independently and under pressure.
• Strong computer skills across multiple systems.

Responsibilities

• Own disputes from start to finish, from initial complaint through to final decision.
• Resolve matters in line with AFCA and IFSO requirements and relevant regulations, including RG 271.
• Prepare clear documentation such as final decision letters, settlement terms and AFCA or IFSO submissions.
• Partner with internal teams and external bodies to bring matters to a fair and timely outcome.
• Deliver service excellence by meeting and exceeding regulatory timeframes.
• Strengthen our processes by identifying improvements that make complaints handling more efficient.

Skills

Dispute resolution

Customer service

Negotiation

Problem-solving

Communication skills

Job description

Customer Resolutions Officer - Hybrid WFH

$98,000 incl. super | Mulgrave (Hybrid)

YOUR OPPORTUNITY

This is your opportunity to step into a role where fairness, judgement and great communication come together.

Joining our Financial Support and Customer Resolution team, you’ll work with customers to understand what has gone wrong, find the root cause and develop a resolution that is fair for everyone. You’ll manage matters from simple to complex and build strong relationships with customers, internal teams and external bodies such as AFCA and IFSO.

This is a role for someone who stays calm in sensitive conversations, enjoys problem-solving and wants to build specialist complaints and regulatory experience in financial services.

Why you’ll love working with us

At Nissan, great people are at the heart of our business. We want you to do great work, enjoy the people you work with and have opportunities to keep growing.

Be rewarded | Enjoy a salary of $98,000 ($87,500 base + Super), along with access to employee vehicle lease options.

Build specialist expertise | Develop your skills in complaints management, regulatory compliance and negotiation within financial services.

Work with good people | Collaborate with colleagues across Collections, the Customer Experience Centre, Retail and Commercial Credit and Compliance.

Enjoy flexibility | Benefit from a hybrid working arrangement, including two days working from home each week.

Make an impact | Your decisions directly shape fair outcomes for customers and the way they experience Nissan Financial Services.

What you’ll make happen

This isn’t about processing complaints. It’s about getting to the right outcome for the customer and the business.

• Own disputes from start to finish, from initial complaint through to final decision.
• Resolve matters in line with AFCA and IFSO requirements and relevant regulations, including RG 271.
• Prepare clear documentation such as final decision letters, settlement terms and AFCA or IFSO submissions.
• Partner with internal teams and external bodies to bring matters to a fair and timely outcome.
• Deliver service excellence by meeting and exceeding regulatory timeframes.
• Strengthen our processes by identifying improvements that make complaints handling more efficient.

What you’ll bring

We’re looking for someone who can handle sensitive situations with tact and make confident, well-reasoned decisions.

You’ll be set up for success if you have:

• Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.
• A working understanding of RG 271 and the regulatory environment for credit.
• Excellent written and verbal communication, with strong negotiation and problem-solving skills.
• A sharp eye for detail and the ability to manage competing priorities and deadlines.
• Confidence working independently and under pressure.
• Strong computer skills and confidence across multiple systems.

DON’T TICK EVERY BOX?

We’d still love to hear from you.

Great talent comes from different backgrounds. If you bring relevant experience, transferable skills and the willingness to learn, we encourage you to apply.

Build more than your next role

At Nissan Financial Services, you’ll be part of a business focused on creating fair, positive outcomes for customers.

You’ll build valuable financial services experience, work alongside people who want to see you succeed and develop skills that can take your career further.

READY TO MAKE YOUR MOVE?

If you’re ready to resolve matters fairly, build trust with customers and grow your expertise in financial services, we’d love to hear from you.

At Nissan Financial Services, diversity and inclusion are fundamental to who we are. We welcome applications from people of all backgrounds and experiences and are committed to creating an environment where everyone feels valued, respected and empowered to succeed.